Assessment Tasks and Instructions
Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXCCS008 Develop and manage quality customer
service practices
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster Details
Assessment 1 Short Answer Questions
Assessment 2 Case Study & Policy development
Assessment 3 Observations
Assessment conducted in this instance: Assessment 1 2 3
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
SIT Version 1 1 of 25
©Futura Group 2016
, Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
research and develop customer service policies and procedures for at least three different areas of the business that
meet industry standards
implement and monitor practices for quality customer service in line with above policies and procedures over four
service periods
evaluate practices for quality service provision and identify any failings
review policies and procedures, adjust as necessary, and communicate any new practices to staff.
Place/Location where assessment will be conducted
RTO to complete
Resource Requirements
Pen, Paper, computer with access to internet
weblink access to:
https://www.business.qld.gov.au/business/starting/business-planning/processes-procedures-standards
Instructions for assessment including WHS requirements
You are required to read through the case study and address all questions to achieve competence. Your trainer
will provide you with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will
provide you with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201
SIT Version 1 2 of 25
©Futura Group 2016
, This assessment: First Attempt 2nd Attempt Extension – Date: / /
RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory
Feedback to Student:
Assessor(s) Signature(s): Date: / /
Student Signature Date: / /
SIT Version 1 3 of 25
©Futura Group 2016
Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXCCS008 Develop and manage quality customer
service practices
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster Details
Assessment 1 Short Answer Questions
Assessment 2 Case Study & Policy development
Assessment 3 Observations
Assessment conducted in this instance: Assessment 1 2 3
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
SIT Version 1 1 of 25
©Futura Group 2016
, Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
research and develop customer service policies and procedures for at least three different areas of the business that
meet industry standards
implement and monitor practices for quality customer service in line with above policies and procedures over four
service periods
evaluate practices for quality service provision and identify any failings
review policies and procedures, adjust as necessary, and communicate any new practices to staff.
Place/Location where assessment will be conducted
RTO to complete
Resource Requirements
Pen, Paper, computer with access to internet
weblink access to:
https://www.business.qld.gov.au/business/starting/business-planning/processes-procedures-standards
Instructions for assessment including WHS requirements
You are required to read through the case study and address all questions to achieve competence. Your trainer
will provide you with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will
provide you with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201
SIT Version 1 2 of 25
©Futura Group 2016
, This assessment: First Attempt 2nd Attempt Extension – Date: / /
RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory
Feedback to Student:
Assessor(s) Signature(s): Date: / /
Student Signature Date: / /
SIT Version 1 3 of 25
©Futura Group 2016
